Critical Level/	Critical Level Description	Respond Time	Mean Time to recovery (Resolution Time)	Service Time
Extremely High (CAT 1)	Critical in case of fail in application or any interface happen. All Vendors are needed to recover the systems immediately as a critical. Any related teams are needed to work together until this problem is solving successfully.	30 min. Less than 1 hour (less than 2 hours if during the weekend)	The system has to be able to use as a temporary or permanently within 4 Hours. (*Within 30 minutes provided that if HH requires the Work Around Time longer than 30 minutes but not more than 2 Hrs., HH shall immediately inform OR and provide reasons for the extension to OR for both Parties to agree on the appropriate Work Around Time on a case-by-case basis)	24 Hours Monday – Sunday  10:00 AM to 7:00 PM, Monday through Friday, excluding public holidays. Emergency Support: An on-call engineer will be available 24/7 for severe incidents outside standard support hours.
High (CAT 2)	Any Problem or trouble shooting that are needed to solve immediately and essential to the succession of customer by executing on agreed date Vendors are needed to support and solve the problem base on customer requirement.	30 min. Less than 4 hours	6 Hours After 2 hours. HH shall updates will be provided every hour.
Medium (CAT 3)	Any problems are needed to fix but the system still can using in the meantime. Vendors are needed to analyst and update the solution can support in the future or system is able to recovery by itself.	2 Hours Less than 12 hours	12 Hours After 4 hours.
Low (CAT 4)	Problem or Inquiry in technical or in general solution or Service Request * Depends on task and time requested from Application team	4 Hours Less than 24 hours	10 Business days* After 24 hours.